Senior Technical Account Manager

Role Overview

• Lead, coach, and develop a team of Technical Account Managers, creating a high-performing and customer-focused culture.
• Define and track individual and team objectives aligned to customer success and business outcomes.
• Conduct regular 1:1s, performance reviews, and development conversations to support growth and continuous improvement.
• Establish clear operating frameworks, processes, and best practices that enable consistent customer engagement.
• Create scalable playbooks covering technical support, account growth, customer engagement, and operational workflows.
• Identify opportunities to improve team efficiency, remove operational blockers, and enhance customer outcomes.
• Provide regular reporting on team performance, customer health, risks, opportunities, and key metrics.
• Partner with Pre-Sales Engineers and Delivery Managers to share customer insights, adoption trends, and expansion opportunities.
• Monitor customer health scores, adoption metrics, and KPI achievement to identify proactive improvement opportunities.
• Build trusted relationships with senior customer stakeholders, understanding their strategic objectives, technology roadmaps, and business priorities.
• Guide customers on best practices for implementation, deployment, operation, and optimisation of Trustonic solutions.
• Lead technical discussions around incidents, trade-offs, risks, and solution decisions.
• Support customers in achieving greater adoption, retention, and value from Trustonic technology.
• Develop a deep understanding of customer environments and ensure implementations remain aligned with security best practices.
• Act as the escalation point for complex technical challenges and customer concerns.
• Validate reported problems, understand business impact, and coordinate the right internal teams to deliver effective solutions.
• Maintain clear and proactive communication with customers throughout the resolution process.
• Lead Root Cause Analysis (RCA) reviews with customers and internal stakeholders.
• Facilitate retrospective sessions to identify improvements and prevent recurring issues.
• Understand customer requirements, technology strategies, and future roadmaps to identify opportunities and potential risks.
• Translate customer insights into recommendations that influence Product strategy and roadmap development.
• Identify gaps and opportunities within Trustonic technology propositions.
• Support solution onboarding activities alongside Solution Delivery Managers.
• Maintain awareness of customer OEM roadmaps, integration plans, and testing activities.
• Identify competitive risks and provide insight to Sales and Product teams.
• Support customers in upgrading implementations to enable new functionality.
• Communicate new Trustonic features and capabilities, helping customers understand their value and impact.
• Share customer successes, challenges, and feedback across the organisation.
• Partner with Commercial and Partnership teams to conduct regular customer reviews.
• Ensure customers are achieving agreed KPIs and receiving measurable value from Trustonic solutions.
• Support the development of customer growth plans focused on adoption and expansion.
• Ensure service configurations are maintained to the highest standards, including security best practices.
• Capture customer feedback and ensure insights are shared with relevant teams.
• Create and manage Corrective Action Plans when required, working collaboratively with stakeholders to deliver successful outcomes.

Requirements

• Extensive experience working as a Technical Account Manager, Customer Success Engineer, Solutions Engineer, or similar customer-facing technical role.
• Proven experience leading and developing technical teams.
• Experience managing strategic enterprise customers and complex technology relationships.
• Experience supporting customer adoption, retention, and growth initiatives.
• Experience managing technical escalations and complex issue resolution.
• Experience working across international customers and distributed teams.
• Experience creating processes, frameworks, and operating models that improve team performance.
• Extensive experience as a Technical Account Manager and team manager.
• Extensive experience in the field of working with secure systems, such as device locking technologies.
• Experience with several cloud platforms (AWS, Azure etc.), mobile handsets (Android, iOS).
• Extensive experience in OEM integration, SW update management and device security.
• Domain expertise or experience of working with the telecom industry is highly desirable.
• Strong understanding of technical solution delivery across hardware, firmware, software, and cloud environments.
• Understanding of cybersecurity principles and security best practices.
• Knowledge of customer lifecycle management and technology adoption strategies.
• Ability to translate complex technical requirements into practical business outcomes.
• Understanding of product development processes and how customer insights can influence roadmap decisions.
• Strong leadership and coaching skills with the ability to develop high-performing teams.
• Excellent stakeholder management and communication skills.
• Ability to influence senior customer and internal stakeholders.
• Strong analytical and problem-solving capability.
• Ability to manage competing priorities while maintaining focus on customer outcomes.
• Confident communicator who can explain complex technical concepts clearly.
• Organised, rigorous, and able to operate autonomously.
• Fluent English communication skills, both written and spoken; conversational Spanish or Portuguese would be beneficial.

Tech Stack

• Android
• AWS
• Azure
• Cloud
• Cyber Security
• iOS

Benefits

• Private medical insurance from day one.
• Flexibility & work-life balance.
• An open holiday policy with no upper limit—take the time you need, when you need it.
• Support for volunteering and causes that matter to you.
• Opportunities for professional development and career progression.
• Exposure and interaction with global teams.